Context: I managed all content design and creation on a new-to-Uber suite of products: automated support flows. The purpose of these products were ease of use and reducing cost of agent labor.

• In the gallery I highlight 3 highly-used rider-focused flows: reverse cancelation fees, switch payment method and review fare.

• Below I focus on the reverse cancellation fee flow, which grew out of my A/B test (see my other project)
  

Problem: Riders become frustrated when they perceive that a cancellation fee was charged unfairly and the support costs are high.

Solution: Create an quick and trustworthy automated support flow to assist in returning cancellation fees. 

My thinking: A simple, direct product flow that allows the rider to provide information and get their fee assessed without the help of an agent. On the happy path, positive final message assures riders that the transaction is complete. When necessary, we educate them on why the action could not be completed and offer access to an agent.